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Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
derby
4.4 (9,898 reviews)
Joined 2008
Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
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Very disappointed with my experience. I booked a test drive with the intention of part-exchanging my car and purchasing what I hoped would be my dream car. I called twice beforehand and was assured the car would be ready to drive away that day if I decided to buy it. After driving 70 miles each way, I arrived to find all four tyres badly cracked with only around 3mm tread remaining. When I raised this, the salesman seemed uninterested and suggested negotiating the cost of home delivery rather than addressing the issue. I then discovered they couldn't even assess my part exchange on a Sunday because no mechanics were available, something that was never mentioned during my calls. As a result, I wasted an entire afternoon and spent around £40 on fuel, plus a £49 deposit, for nothing. Poor communication, disappointing vehicle condition, and unhelpful customer service. I wouldn't recommend relying on what you're told over the phone.
I had a great experience with the staff and general service at the Hilton Garage. It was a busy Sunday for them, but they were able to get me a test drive, fix a few technical issues with the car and have it ready to drive home the same day. Muiz was brilliant and helped everything go smoothly.
Car is fine, but service has been abysmal. First red flag should have been on the day we test drove when the salesman was less than helpful whilst we were waiting for an email contract to come through. Due to poor signal in the area it wasn’t coming through to the phones emails. After fifteen minutes I asked if the premises had customer wifi, thought this would have been offered before this point. Next on collection day we are told they can’t find the “pack” for the car containing the spare key, service book and V5. Was told by the salesperson they had two weeks to send everything through, and received written confirmation by email. 2 weeks later, no documentation, no communication. Phoned and was told by a receptionist the salesman would call me back to discuss. That didn’t happen. Four weeks after purchase, still no info, so called again. Once again fobbed off. After six weeks I was told again the salesman would call back today. We did actually get a call back this time, with the salesman blatantly lying to me on the phone, saying he never received a message to call us, as well as saying we were on his list to call back. When asked about the documentation and spare key he actually didn’t know if he’d sent it off or not, so basically said give it another week and if nothing has arrived call us again. Surprise surprise a week later still nothing. I have placed two complaints on the website, none of which were ever acknowledged or responded to, so last time I called to say we still hadn’t received anything, I asked to speak to a senior manager. Fobbed off again and told to email, so I did. You’ll probably have guessed by now, not responded to or acknowledged. Two days later received a card through the post saying the sender hadn’t paid the right amount of postage, so we paid the £1.50 to get it delivered. To our surprise, it was the spare key, on its own in an envelope. Wasn’t even sent recorded delivery or anything. To this day we still haven’t received a new V5, baring in mind we have bought another vehicle privately in the past two weeks and already received that logbook, I’ll assume that’s been lost too and we need to pay for a new one. As for the service history, who knows. Probably never appear. TLDR: Cars fine, customer service is the worst I have ever experienced. Don’t hope for anything after you’ve collected your car.
Hilton Garage has provided a response, but some important details were either missing or presented inaccurately. For example, it was stated that £50 was given to cover both the taxi and accommodation costs, whereas I paid £52 for the taxi alone. At this stage, I do not believe further explanation is necessary for someone who still does not fully acknowledge the mistakes made. I was not satisfied with the treatment I received, and I outlined the issues and shortcomings as I experienced them. Professionalism means recognising errors and learning from them. This was my first time purchasing a car from your dealership, and unfortunately it resulted in a disappointing experience. My hope is that this feedback helps improve your approach so that future customers do not face similar difficulties.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
